{"id":14,"date":"2025-05-13T14:52:50","date_gmt":"2025-05-13T14:52:50","guid":{"rendered":"https:\/\/celestthoi.com\/?page_id=14"},"modified":"2025-05-13T14:53:37","modified_gmt":"2025-05-13T14:53:37","slug":"refund_returns","status":"publish","type":"page","link":"https:\/\/celestthoi.com\/index.php\/refund_returns\/","title":{"rendered":"Refund and Returns Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"14\" class=\"elementor elementor-14\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3d62271 e-flex e-con-boxed e-con e-parent\" data-id=\"3d62271\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-14ca63b elementor-widget elementor-widget-text-editor\" data-id=\"14ca63b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Celest Thoi would love for you to be completely satisfied with your online purchases. However, in the event that may not be the case, we are happy to accept your return or exchange of unworn and unaltered merchandise (excluding bespoke items &amp; face masks) within\u00a0<strong>15 calendar days<\/strong>\u00a0from the date of delivery. Please keep in mind the following:<\/p><h3>\u00a0<\/h3><h3><strong>SHIPPING &amp; DELIVERY<\/strong><\/h3><p>Shipping and pickup services are\u00a0<strong>only available within Malaysia<\/strong>. Delivery charges will apply and may vary based on location and the shipping service used. We will always use a trustworthy courier service that offers the best rates. Fees are chargeable on all exchanges and returns.<\/p><p>For all enquiries, please WhatsApp us at\u00a0<strong>+60-13-524-0026<\/strong>\u00a0or email\u00a0<strong><a rel=\"noopener\">hi@celestthoi.com<\/a><\/strong>.<\/p><p>In the event that we processed an order incorrectly or you received a damaged item, please contact us immediately upon delivery via WhatsApp\u00a0<strong>+60-13-524-0026<\/strong>\u00a0or email\u00a0<strong><a rel=\"noopener\">hi@celestthoi.com<\/a><\/strong>\u00a0within\u00a0<strong>3 working days<\/strong>.<\/p><p>All orders are shipped with a tracking number. For security reasons, all purchases made online require a signature upon delivery. In addition, purchases may not be shipped to P.O. boxes or rented post addresses.<\/p><p>To estimate the total delivery time for your purchase, please allow\u00a0<strong>one to two business days<\/strong>\u00a0to process your order for shipment. Orders are processed and delivered\u00a0<strong>Monday through Friday<\/strong>, excluding national holidays.\u00a0<strong>Celest Thoi cannot be responsible for unanticipated shipping delays.<\/strong><\/p><p>Orders placed with multiple items may ship in multiple packages.<\/p><h3>\u00a0<\/h3><h3><strong>RETURNS &amp; EXCHANGES<\/strong><\/h3><ul><li><p>Merchandise must be returned\u00a0<strong>within 15 days<\/strong>\u00a0of delivery for a full refund credit. We will notify you once the returned item(s) is received and will email your refund credit voucher once the item is confirmed to be in its original condition. This typically takes\u00a0<strong>2-3 working days<\/strong>\u00a0upon receipt.<\/p><\/li><li><p>Returns\/exchanges can only be made\u00a0<strong>once per order number<\/strong>. Orders made with return credit\u00a0<strong>cannot<\/strong>\u00a0be returned again.<\/p><\/li><li><p>Customers are responsible for all\u00a0<strong>postage fees<\/strong>\u00a0to send merchandise back to our facility. If you are located in Malaysia, please allow\u00a0<strong>2-3 weeks<\/strong>\u00a0for exchanges and returns to be processed.<\/p><\/li><li><p>Full refunds will be issued\u00a0<strong>excluding shipping fees<\/strong>. Customers are responsible for shipping fees when sending back exchanged items.<\/p><\/li><li><p>Merchandise purchased online\u00a0<strong>cannot<\/strong>\u00a0be returned to the Celest Thoi Flagship Boutique.<\/p><\/li><li><p>To be eligible for return, items must be\u00a0<strong>unused, unwashed, and unaltered<\/strong>, free of stains, pet hair, floor debris, and pin marks, with all\u00a0<strong>tags attached<\/strong>\u00a0in the original packaging, along with the original receipt.<\/p><\/li><li><p>Shoes must be in their\u00a0<strong>original condition and packaging<\/strong>\u00a0with no signs of wear. We recommend trying shoes on carpeted surfaces to prevent scuffing. Shoes with\u00a0<strong>scuffs, sticky tape marks, toe marks, or worn soles<\/strong>\u00a0will not be eligible for return or exchange.<\/p><\/li><li><p><strong>Sale\/discounted\/special price<\/strong>\u00a0merchandise\u00a0<strong>cannot<\/strong>\u00a0be returned or exchanged.<\/p><\/li><li><p><em>Sale items may have slight defects, color discrepancies, or measurement variations and are strictly non-returnable.<\/em><\/p><\/li><li><p><strong>Face masks, accessories, and bespoke made-to-order items<\/strong>\u00a0are\u00a0<strong>final sale<\/strong>\u00a0and not eligible for return or exchange.<\/p><\/li><li><p>Some items may be eligible for\u00a0<strong>exchange only in the same design for a different size<\/strong>.<\/p><\/li><li><p>Exchanges must be for items of the\u00a0<strong>same or higher value<\/strong>.<\/p><\/li><li><p>Celest Thoi reserves the right to deny unreasonable returns, refunds, or exchanges. All exchanges are subject to item availability. Merchandise that does not adhere to our policy\u00a0<strong>will not be accepted<\/strong>\u00a0and will be sent back to the customer.<\/p><\/li><li><p>To initiate a return or exchange, fill out the\u00a0<strong>return form<\/strong>\u00a0enclosed in your package. Contact us via\u00a0<strong>WhatsApp at +60-13-524-0026<\/strong>\u00a0or email\u00a0<strong><a rel=\"noopener\">hi@celestthoi.com<\/a><\/strong>\u00a0if you have any questions. You will receive an email notification once your refund is processed.<\/p><\/li><li><p>Ship your return package using a\u00a0<strong>trackable and insured shipping method<\/strong>, and keep a record of the tracking and courier details.<\/p><\/li><li><p>Celest Thoi is\u00a0<strong>not responsible for shipping fees or lost returns<\/strong>. Address return packages to:<\/p><p><strong>Celest Thoi Returns<\/strong><br \/><strong>NO. 28, JALAN CENDERAI 1,<\/strong><br \/><strong>59100 BANGSAR, Kuala Lumpur, Malaysia<\/strong><br \/><strong>#Order Number<\/strong><\/p><\/li><\/ul><h3>\u00a0<\/h3><h3><strong>BESPOKE MADE-TO-ORDER<\/strong><\/h3><ul><li>All\u00a0<strong>bespoke orders<\/strong>\u00a0are made-to-order, meaning each outfit\/shoe is created upon receiving the customer\u2019s unique order. Once placed, these orders\u00a0<strong>cannot be modified<\/strong>.<\/li><li>A\u00a0<strong>RM100 confirmation deposit<\/strong>\u00a0is required before sketches and quotations are sent for approval.<\/li><li>This\u00a0<strong>RM100 deposit<\/strong>\u00a0will be deducted from the final payment.<\/li><li>Cancellations and returns will be\u00a0<strong>subject to a restocking fee of 50% of the retail price<\/strong>.<\/li><li>To cancel a bespoke order, please WhatsApp us at\u00a0<strong>+60-13-524-0026<\/strong>\u00a0within\u00a0<strong>3 working days<\/strong>\u00a0of placing the order or email\u00a0<strong><a rel=\"noopener\">hi@celestthoi.com<\/a><\/strong>. Cancellations are\u00a0<strong>not possible once work has commenced<\/strong>.<\/li><\/ul><h3>\u00a0<\/h3><h3><strong>PRE-ORDER<\/strong><\/h3><ul><li>If an item is on pre-order, an\u00a0<strong>\u2018Expected To Ship\u2019<\/strong>\u00a0date will be displayed on the product page and at checkout.<\/li><li>You will receive an email if there are any updates regarding your item(s).<\/li><li>A\u00a0<strong>deposit<\/strong>\u00a0will be charged to confirm the order, with the full payment only charged when the pre-ordered item is shipped.<\/li><li>If your order includes a pre-ordered item, we reserve the right to\u00a0<strong>ship items separately or cancel the pre-ordered item<\/strong>.<\/li><li>If you would like to cancel a pre-ordered item, please WhatsApp us at\u00a0<strong>+60-13-524-0026<\/strong>\u00a0or email\u00a0<strong><a rel=\"noopener\">hi@celestthoi.com<\/a><\/strong>\u00a0within\u00a0<strong>3 working days<\/strong>\u00a0of placing the order.<\/li><\/ul><h3>\u00a0<\/h3><h3><strong>RESTOCKING\/PROCESSING FEES<\/strong><\/h3><ul><li>Returns of\u00a0<strong>3 or more items<\/strong>\u00a0will be subject to a\u00a0<strong>restocking fee of RM15 per item<\/strong>.<\/li><li>Purchases made with\u00a0<strong>store gift cards\/gift vouchers<\/strong>\u00a0can only be exchanged for an item of\u00a0<strong>equal or higher value<\/strong>.<\/li><li>A\u00a0<strong>processing fee<\/strong>\u00a0applies for each return:<ul><li><strong>RM5 per item (within Malaysia)<\/strong><\/li><li><strong>USD $3 per item (International)<\/strong>\u00a0<em>(International orders no longer apply due to local shipping only.)<\/em><\/li><\/ul><\/li><li>Product\u00a0<strong>colors may vary<\/strong>\u00a0due to studio lighting, and\u00a0<strong>up to 20% color variation<\/strong>\u00a0is considered normal. Exchanges due to color differences will\u00a0<strong>incur a processing fee<\/strong>.<\/li><li>Measurements may differ by\u00a0<strong>1cm-2cm<\/strong>\u00a0due to material variations. We advise checking size measurements before ordering.<\/li><\/ul><h3>\u00a0<\/h3><h3><strong>REFUND PROCESS<\/strong><\/h3><ul><li>Most returns will be processed\u00a0<strong>within 2-3 weeks<\/strong>\u00a0upon receiving the returned merchandise. Additional delays may occur.<\/li><li>A refund will be credited back to your account and should appear within\u00a0<strong>1-3 working days<\/strong>\u00a0after processing.<\/li><li>Purchases made using\u00a0<strong>gift cards or vouchers<\/strong>\u00a0will be refunded as store credit.<\/li><\/ul><h3>\u00a0<\/h3><h3><strong>CUSTOMS FEES<\/strong><\/h3><ul><li><strong>No customs fees apply<\/strong>, as shipping is only available within Malaysia.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Celest Thoi would love for you to be completely satisfied with your online purchases. However, in the event that may not be the case, we are happy to accept your return or exchange of unworn and unaltered merchandise (excluding bespoke items &amp; face masks) within\u00a015 calendar days\u00a0from the date of delivery. Please keep in mind [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-14","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/celestthoi.com\/index.php\/wp-json\/wp\/v2\/pages\/14","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/celestthoi.com\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/celestthoi.com\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/celestthoi.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/celestthoi.com\/index.php\/wp-json\/wp\/v2\/comments?post=14"}],"version-history":[{"count":4,"href":"https:\/\/celestthoi.com\/index.php\/wp-json\/wp\/v2\/pages\/14\/revisions"}],"predecessor-version":[{"id":390,"href":"https:\/\/celestthoi.com\/index.php\/wp-json\/wp\/v2\/pages\/14\/revisions\/390"}],"wp:attachment":[{"href":"https:\/\/celestthoi.com\/index.php\/wp-json\/wp\/v2\/media?parent=14"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}